Manager, Process Improvement & Service Delivery

Job Overview

Under the direction of the Assistant Vice President, Customer Programs, has the overall responsibility for standardizing training, service levels, and processes across terminals for DFW Airport.. Creates Customer Experience standards and requirements to streamline projects executed within terminals and coordinates organizational work along the customer journey to ensure seamless travel within the terminals through analysis and partnering with other teams on project work and initiatives. Leads the development, execution, and evaluation of high impact learning programs for in-terminal customer experience staff.

What you will be doing:

• Partners with DFW Airport departments, external stakeholders, and vendors on Terminal operations requirements, evaluating project phasing across entire customer journey, and ensuring the customer experience is not impacted during construction or project management.

• Creates and continuously updates Terminal operations requirements and contract service level agreement needs.

• Monitors in terminal contractor performance to service level agreements and partners with contracts team to drive performance.

• Leads terminal/facilities selection for new projects, creates operations requirements and standards, coordinates project updates with terminal management and stakeholders, and coordinates construction and installation within terminals.

• Provides operations analysis and continuous improvement for terminal operations and collaborates with insights team as needed.

• Creates efficiencies with projects by creating operational requirements to standardize project work for DFW departments across terminals Coordinates with stakeholders to find ways to improve DFW’s ability to be “easy and great to do business with” with respect to terminal operations Organizes and communicates construction or project management work to customer experience team to ensure operational awareness.

• Develops a learning plan aligned to airport customer service goals and role-based competencies for front-line staff, supervisors and management. Manages the design and delivery of effective customer experience training programs, including but not limited to new-hire onboarding, microlearning for SOP updates, service-recovery, IROPS, accessibility awareness, special events, etc.

• Defines metrics for training effectiveness and evaluates programs and team based on these metrics.

• Conducts training skill gap analyses and translates insights info prioritized action plans with regular reporting to leadership.

• Develops and implements a system for tracking and reporting on the progress of the strategic plan implementation

• Other related duties as assigned.

What you need:

• Bachelor’s degree in business or public administration, instructional design, an aviation related discipline, or a related field.

• Five (5) years of customer experience, process improvement, or project management, including at least two (2) years managing contracts and leading cross functional initiatives.

• Any equivalent combination of education and/or experience may be substituted for the above.

• Possession of a valid Class C driver's license.

Required knowledge, skills, and abilities:

• Advanced skill in use of Microsoft Office, including Outlook, Excel, Word, PowerPoint, and other computer applications

• Ability to effectively drive organizational transformation projects, plans, and processes and implement strategic and tactical analysis development.

• Ability to use appropriate information-gathering techniques, analyze and select the best solution (problem solving), and visualize the data for others

• Ability to apply instructional design principles, leverage adult learning methodologies, and oversee effective training facilitation for both frontline and supervisor audiences.

• Ability to maintain effective and professional internal and external working relationships with other sections and departments.

• Ability to manage and develop teams

• Ability to prioritize and communicate to staff key objectives and tactics necessary to achieve experience and operational optimization and organizational goals.

• Strong written and verbal communication skills; a persuasive and passionate communicator with excellent public speaking skills.

Desirable:

• Specific experience related to airport, airline, or aviation customer service operations.

• Proficient in understanding and creating contracts.

• Ability to speak second language in addition to English.

Special Requirement:

• Must obtain a Security Identification Display Area (SIDA) Airport Identification/Access Badge (badge) in accordance with Department of Homeland Security Transportation Security Administration (TSA) requirements in Chapter 49 of the Code of Federal Regulations Part 1500 et. Al. and DFW Airport’s Airport Security Program within thirty (30) days from date of employment and maintain qualification for a SIDA badge upon each badge renewal.

• Ability to obtain Department of Homeland Security Customs and Border Protection (CBP) security access clearance within thirty (30) days from date of employment and maintain qualification for CBP security access clearance upon each CBP security access renewal.

• This is a designated essential employee position as defined in the Categories and Classifications of Employees Policy of the Airport Administrative Policy and Procedure. This is defined as an employee whose attendance is required to maintain airport operations during an emergency or inclement weather situation.

Effort:

• Works in and around airport terminals.

• Drives to locations on Airport property.

About Us

We are Dallas Fort Worth International (DFW) Airport-one of the most successful airports in the world by any definition. We are recognized for our innovation, leadership, drive for excellence and talented employees.

Our success is made possible because of the diverse talents of over 2,100 employees who champion our mission of providing an exceptional airport experience to our customers and connect our community to the world. We are looking for the best talent to join us and help reimagine what an airport can be.

Bring your talents to DFW. Live and work with purpose.